Customer Service/ Sales/ Trainer

Tomika Hairston-Flood

Home Address: *** **** **** *****, ********, MD 21001

Mobile: 281-***-****

************@*****.***

Education

University of Maryland University, Largo, MD

2015

Bachelors of Arts: Communications

University of Maryland University College, Harrogate, England, UK 2010

Associates of Arts Degree: General Studies

Profile Summary

. Highly effective public relations, customer service, and recruiting

skills.

. Extensive leadership, management, problem solving experience, and

staff training/development.

. Extensive sales, marketing, travel, organizational and computer

experience.

. Excellent oral and written communication skills as a cooperative and

effective team player.

. Experience with planning promotional events and various functions.

. MS Office proficient: Word, Excel, PowerPoint.

. Superior time management and organization skills.

PROFESSIONAL Experience

HAIRSTON CONSULTING, Aberdeen, MD 2011-Present

Independent Contractor

. Performs foreclosure, bankruptcy, and merchant inspections for

multiple companies.

. Organize and process reports from evaluations of inspections.

. Evaluate and inspect companies by performing customer service audits

for multiple companies.

. Provide feedback through detailed reports of information to company.

ORGANIZING FOR AMERICA, Coral Springs, FL 2012-2012

Field Organizer

. Managed, recruited, trained and scheduled over 200 volunteers in over

17 precincts.

. Developed, planned, and executed events and trainings.

. Motivated and persuaded volunteers to help organize communities and

neighborhood teams.

. Built relationships with community leaders to ensure advancement of

grassroots movement.

. Trained volunteers on the Voter Activation Network (VAN) computer

system.

CORESTAFF SERVICES, Chicago, IL 2012-2012

Contractor/Trainer

. Trained customer service agents and upper management in SHARES

computer operating system.

. Assisted in special projects to ensure proper procedures were

implemented and followed.

. Advised and effectively communicated with upper level management on

finding solutions to solving problems related to the SHARES operating

system.

CONTINENTAL AIRLINES, INC, Houston, TX and Baltimore, MD 1994-2011

International Concierge Agent/Trainer

. Confidently advised and personally assisted "Business First" clients

executive staff for major corporations with concerns and questions

related to international travel, airline procedures, accommodations,

excursions and itineraries.

. Managed (Presidents Club) facilities for corporate use by ensuring

technical requirements were met.

. Utilized incentive programs and sales techniques to acquire and

maintain business accounts to increase clientele in the Continental

One Pass Frequent Flyer program.

. Trained and supported new agents on concierge responsibilities and

duties.

Tomika Hairston-Flood

Page 2

CONTINENTAL AIRLINES, INC, Houston, TX and Baltimore, MD 1994-2011

International Concierge Agent/Trainer

. Confidently advised and personally assisted "Business First" clients

executive staff for major corporations with concerns and questions

related to international travel, airline procedures, accommodations,

excursions and itineraries.

. Managed (Presidents Club) facilities for corporate use by ensuring

technical requirements were met.

. Utilized incentive programs and sales techniques to acquire and

maintain business accounts to increase clientele in the Continental

One Pass Frequent Flyer program.

. Trained and supported new agents on concierge responsibilities and

duties.

Airport Sales Agent/Team Leader/Reservation Sales Agent

. Provided orientation and training to new Sales Agents.

. Anticipated problems and developed contingency plans for irregular

operations as necessary.

. Supervised agents and maintained appropriate staffing levels and

ensured customer service standards.

. Represented management as the liaison for customer service issues.

. Created and processed reservation sales and quoted accurate fares to

customers.

. Maintained reservation sales statues of being in top 10 percentile.

United States Air Force, Harrogate, England, UK 2009-2010

Human Resource Assistant/Value Added Tax Administrator (Dual Roles)

. Provided recruitment and placement services for Air Force Non-

Appropriated Funded positions in a variety of functional areas.

. Completed personnel actions in the Non-Appropriated Fund Data

Interface System (NAFDIS) database system to include new appointments,

position upgrades, pay changes, employee transfers and separations.

. Maintained over 200 confidential employment records and created and

distributed vacancy announcements on a weekly basis.

. Assisted in planning award ceremonies and functions on a quarterly

basis; ensured award packages were complete, arranged facilities,

ordered food, supplies and awards.

. Worked with new supervisors to ensure they understood award

procedures, eligibility requirements, submission regulations and

deadlines.

Value Added Tax Administrator

. Managed the Value Added Tax (VAT) program which included receiving

claims and disbursement of funds.

. Processed daily cash reimbursement transactions using Air Force

Services Financial Management System.

. Maintained accountability for funds in excess of 200,000 ($400,000

USD).

. Complied with US/UK Status of Forces Agreement (SOFA) guidance to

ensure compliance with proper program administration.

. Verified receipts and identity, wrote checks to vendors made daily

deposits and balanced funds.

. Briefed local vendors on VAT regulations which significantly increased

participation of local companies.

. Utilized resources to evaluate new potential clients through phone and

email.

ADDITIONAL CERTIFIED TRAINING

. Understanding Your Customer to Drive Sales Diploma

. Introduction to Marketing

. Discovery and Meeting Market Needs

Contact this candidate